Medical Call Center Representative

DescriptionUnder direct supervision of the Medical Call Center Manager, the Medical Call Center Representative will provide patients with superior access by creating opportunities for patients to have their needs, preferences, and expectations for care, information, and support met at all points in their care journey.Duties include, but are not limited to, being one of the first contacts to our Health Center: answer calls from patients and other health care facilities/providers, determine the caller's need, help them with their request directly or transfer/take messages as required, proactively identify issues and work to resolve them in areas involving patient satisfaction, and patient flow.Using standard work documents and workflows to determine how to best help callers. Some examples include: determine which provider or department to contact, make an appointment, document patient requests within our EMR, update patients on the status of their referrals and medication refill request whenever possible.Representative Duties:Provide excellent customer serviceGreet each client in warm, welcoming, and professional mannerLog information on calls received, where required to maintain detailed and accurate recordsProvide clients with correct and accurate information regarding Fenway Health services and providersRefer unusual or difficult situations to SupervisorAct as a liaison for the patient and health center by troubleshooting patient needs to secure a 1 to 2 call resolutionAt all times maintain patient confidentialityEstablish and maintain effective working relationships with co-workers, supervisors and the general publicSchedule appointments according to established proceduresSchedule appointments according to patient needs and provider availabilityFollow established scheduling procedures for booking, cancelling, rescheduling appointmentsDocument caller requests in EMR and route to appropriate team memberUsing standardized workflows, document caller needs within EMR based on reason for callAccurately record patient request in EMR documentDetermine how to best serve caller’s request by referencing established work flows (ex: medical advice call flow, prescription request call flow, records request call flow)RequirementsMinimum of high school graduate or equivalentMinimum of 1 year of experience in a healthcare settingAble to communicate in a professional and appropriate mannerStrong technical proficiency in Microsoft (Outlook, Excel, Word), scheduling software and electronic medical records systems (Epic or equivalent)Willingness to work with a diverse patient populationPrevious customer service experience in a healthcare settingPreferred Qualifications:Strong problem solving and complex patient management skillsBilingual English/SpanishThis is a union position in a Fenway Health bargaining unit represented by 1199 SEIU United Healthcare Workers East.We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.

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